Celcom Becomes World’s First Telco To Be ISO 18295-2:2017 Certified
Celcom Axiata Berhad has been certified as the world’s first telco provider under the ISO standard 18295-2:2017 which is a new international standard for contact centers.
Celcom First Telco Globally To Be ISO 18295-2:2017 Certified
On 20th September 2018, the telco company was certified by SIRIM QAS International for meeting the requirements of ISO 18295-2:2017 – Managing Customer Contact Center Continuously Improving Customer Experience and Proactive Customer Servicing.
They were selected as the first telecom company in the world and hence the first in the country to join the global pioneer batch of companies to earn that ISO 18295-2:2017 certification.
The International ISO standard 18295-2:2017 does audit and certify if best practices in customer servicing are applied along three main dimensions:
- Managing Customer Contact Centre – Areas such as quality policies and monitoring of those
- Improving Customer Experience – Areas such as speed of resolution of service requests and complaints, approaches to improve customer experiences and close gaps
- Proactive Customer Servicing – areas such as proactive notification of customers
In order to ensure the continuity and compliance of the ISO 18295-2:2017 for Celcom’s Customer Contact Center, the company’s Quality and Operations Department will perform internal audits every six months, on top of an external audit within 12 monts from the date of certification.
Pokdepinion: Well if you’ve ever had any doubt on Celcom’s quality, they now have a certification to back them up.